Guest Segmentation for Surveys

June 25, 2019 17:27

Updated

With Revinate’s leading technology you can build guest segments within the Surveys platform so that you can send different surveys to different audiences. You can now create guest segments by any PMS field or Guestlist field, that has been imported to Revinate. The segmentation capability includes AND/OR logic so you can create complex segments based on your guests.

For example, you will be able to send leisure guests a different survey than corporate guests. You will also be able to create separate reports for each segment so you can track results and better understand each segment.

See our instructions below or review the video above to learn more about guest segmentation for surveys. In this article we cover:

In the Surveys platform, navigate the top bar to the GUESTS section and from the drop-down menu of options select GUEST SEGMENTS. On this page, guest segments can be created, edited and managed by any survey administrator on your account.

Surveys> Guests > Guest Segments

Creating Guest Segments

To create a segment select the blue Create Segment button, a pop-up will appear. Here you can select the criteria for your segment. The segment will be generated as specific rules/conditions have been added these will be guest stay fields from your PMS and guest lists, criteria, and values.

Guest stay fields:

Email

Channel

Loyalty Number

Room Number

Room Type

Rate Plan Code

Group Name

Country

State

City

Criteria (i.e. rule conditions) :

Contains: When a guest’s reservation contains the value input for a particular guest stay field, they will receive the survey. Example, email address contains “@revinate”

Exact Match: When a guest’s reservation is an exact match for the value input for a particular guest field, they will receive the survey. Example, rate plan code is an EXACT MATCH for VIP

Does not exist: When a particular guest stay field doesn’t exist on a guest reservation, that guest would receive the survey. Example, Loyalty number DOESN’T EXIST.

Exist: When a particular guest stay field does exist (in some form) on a guest reservation, that guest would receive the survey. Example, Group Name EXISTS.

Navigate to the Survey Editor page to edit, create and add surveys to your group or properties (only available for survey administrators).

Administration> Survey Editor. Select the tab “Assign Survey”

Once you have created your surveys, within the Survey Editor section you can toggle over to Assign Survey.

Assign Survey Functions:

This is also where you may assign a created segment to a specific survey.

If you’re a corporate account, here is where you will be able to assign properties within a group to a custom segmented survey.

In order to have a specific segment sent a survey, you will need to select the survey from the Select a Survey drop-down and select the guest segment from the Select a Segment drop-down, once completed this will send the selected survey only to that segment. Guests in this segment will not receive the default survey.

Guests who appear in multiple segments will only receive the survey with the highest priority, which you can view the priority under Current Exemption.No guests will receive more than one survey.

Corporate (Group) Level

At the Corporate (Group) level, you will assign a survey to a property or property group. You will also have the ability to configure exceptions by selecting a property or property group, survey, and segment so that only those guest that fall into that segment receive the configured survey selected and DO NOT receive the default survey assigned in the general assign survey section.

Property Level

Property level exclusions can also be set. By selecting an alternative survey from the Select a Survey and a guest segment from Select a Segment. This will ensure that a guest falling into that segment DO NOT receive the default property survey.

See our Help Desk article on Survey Email Exclusions to learn how to set up rules to avoid sending invites to guests who meet given criteria. This can be useful if you don't want to send survey invitations to certain groups or individual guests. For example, you can create a survey email exclusion rule with your hotel domain name (@hotelname.com), so employees won't receive survey invitations after they stay at a property.